Associate/ Officer/ Sr. Officer Job in Chennai at Wipro Technologies

Wipro is hiring for the position of Associate/ Officer/ Sr. Officer.

Job Responsibilities:

• Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner.
• Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue.
• Update own availability in the RAVE system to ensureproductivity of the process.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all clientqueries.
• Resolve client queries as per the SLA’s defined in thecontract.
• Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients.
• Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends toprevent future problems.
• Maintain and update self-help documents for customers to speedup resolution time.
• Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution.
• Ensure all product information and disclosures are given toclients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements

Job Requirements:

• Collaborative working.
• Problem solving and decision making.
• Attention to Detail.
• Execution Excellence.
• Client (Internal) Centricity.
• Effective Communication.
• O2C (Transactional Accounting Services)
• Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent